KOHO
Self-Serve Support Tooling
Reduced support escalations by 50% by shifting issue resolution from engineering to support.
Context
Support teams relied on engineers to resolve a high volume of repetitive issues, creating a bottleneck that slowed response times and pulled engineering away from product work.
My Approach
Identified high-frequency escalation patterns and highest-impact workflows
Designed support-facing tooling to enable direct issue resolution
Collaborated with backend to define scoped APIs for safe access
Defined tickets and acceptance criteria to guide implementation
Led rollout enablement and demo to ensure adoption by support
Impact
Reduced support escalations by 50%
Freed up 1 engineer to return to feature development
Improved resolution speed and support team autonomy
Takeaway
The highest leverage was from shifting ownership. Giving the right team access to the right tools unlocked both speed and capacity.
Tradeoffs
Prioritized a narrow MVP focused on the highest-volume issues
Limited data exposure to reduce risk rather than enabling full system access
Invested in enablement early instead of expanding feature scope
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